• E-LEARNING + LIVE ASSESSMENT

Customer Care & Telephone Etiquette

Build confidence in customer conversations, communicate professionally by phone and handle challenging interactions with empathy and control.

Professional service in every call

  • Customer care excellence and customer experience
  • Professional telephone communication skills
  • Active listening and customer engagement
  • Telephone etiquette and difficult conversations
  • Follow-up procedures and continuous improvement

4–5 Hours

Online E-Learner

30 Minutes

Live scenario & assessment

6 Modules

LMS course access

US$700

Excluding VAT

WHY THIS COURSE?

Create confident, professional and customer-focused phone interactions

This practical programme helps customer-facing professionals communicate clearly, listen actively, resolve concerns and follow up effectively.
  • Build confidence in handling customer interactions over the phone.
  • Learn practical techniques for delivering exceptional customer service.
  • Master professional telephone etiquette that creates positive customer experiences.
  • Improve active listening and communication skills to resolve issues effectively.
PROGRAMME OBJECTIVES

What participants will be able to do

  • Understand the importance of exceptional customer care in business success.
  • Communicate professionally and confidently over the telephone.
  • Develop active listening skills to identify customer needs accurately.
  • Handle difficult calls with professionalism, empathy and confidence.
  • Apply effective follow-up and documentation practices to enhance customer satisfaction.

Practical learning for busy customer-facing professionals

E-Learner Delivery Option
4–5 hour online E-Learner + 30-minute live scenario and assessment
US$700 excl. VAT
Step 1
Access the E-Learner 6 module course on our LMS platform at your own pace.
Step 2
Apply learning through innovative and interactive practice, service scenarios, and modern learning mechanisms.
Step 3
Complete the E-Learner and join a 30 minute live scenario and assessment session with a course coordinator online.
Step 4
Demonstrate understanding of the course objectives by way of a discussion with the course coordinator.
Step 5
Receive a Certificate of Completion when all requirements are met.
Early bird and corporate group pricing is available on request.
Included resources

Practical resources for better customer conversations

Participants receive a complete suite of materials to reinforce telephone etiquette, active listening and service follow-up.
01 Interactive course content
02 Detailed course outline
03 Comprehensive learning outcomes
04 Insightful quizzes or assessments
05 Case Studies
Who should attend?

Designed for professionals who communicate with customers by phone

Customer service representatives
For frontline staff who need a consistent and professional approach to customer conversations.
Receptionists and front desk professionals
For employees responsible for first impressions, enquiries and routing customer requests.
Call centre agents and customer support teams
For professionals handling high volumes of enquiries, complaints and follow-up conversations.
Sales and administrative professionals
For employees who regularly communicate with customers by phone and want greater confidence and consistency.

Frequently asked questions

Everything you need to know before booking

How long is the programme?
The eLearning programme includes a 4–5 hour online E-Learner course, followed by a 30-minute live scenario and assessment session with a course coordinator online.
How does the eLearning programme work?
Complete the 4–5 hour E-Learner course at your own pace through our LMS, then join a 30-minute live scenario and assessment session with a course coordinator online
How much does the programme cost?
The eLearning programme is US$700 excluding VAT
Will participants receive a certificate?
Participants completing the hybrid requirements receive a Certificate of Completion when all programme requirements are met.
Can NKO Training deliver this programme for a corporate group?
Yes. Team bookings and tailored corporate arrangements can be discussed directly with NKO Training.
Ready to improve customer conversations?

Register your interest or discuss a team booking.

Speak with NKO Training about programme dates, delivery pathways and corporate pricing.